- Company Name
- FieldFlō
- Job Title
- Director of Customer Success
- Job Description
-
**Job Title:** Director of Customer Success
**Role Summary:**
Lead FieldFlō’s post‑sales Customer Success organization, driving adoption, retention, and expansion across all customer segments. Build scalable systems, oversee a team of 5‑10+ Customer Success Managers (CSMs), and collaborate cross‑functionally to deliver measurable customer outcomes and net revenue growth.
**Expectations:**
- Own the end‑to‑end customer lifecycle strategy aligned with company goals.
- Deliver high‑impact CS programs that reduce churn, accelerate time‑to‑value, and drive upsell.
- Build and scale a data‑driven, KPI‑centric operating model.
- Mentor and grow a high‑performing CS team with clear ownership and accountability.
- Represent customers in product and roadmap discussions, ensuring voice‑of‑customer insights inform decisions.
**Key Responsibilities:**
1. **Strategic Alignment & Customer Outcomes**
- Design and execute a CS strategy focused on adoption, retention, and expansion.
- Translate company value into repeatable success plans for distinct customer segments.
- Develop and launch CS initiatives that improve product usage and reduce churn.
2. **Operational Excellence & Scalable Systems**
- Establish and refine KPI/OKR frameworks to guide decision‑making.
- Oversee performance metrics, customer health dashboards, and proactive risk mitigation.
- Build early‑warning churn models and implement proactive engagement plans.
- Standardize onboarding, implementation, and CS workflows to shorten time‑to‑value.
- Select, implement, and optimize CS tools and platforms.
- Create playbooks and frameworks that scale with growth.
3. **Team Leadership & Development**
- Lead, coach, and grow a team of 5‑10+ CSMs, including hiring, onboarding, and career development.
- Instill a culture of ownership, curiosity, and deep customer empathy.
- Set clear goals, processes, and accountability across the CS organization.
4. **Cross‑Functional Collaboration**
- Partner with Sales, Marketing, Product, and Engineering to ensure smooth handoffs and product adoption.
- Advocate customer priorities in internal planning and roadmap discussions.
5. **Customer Engagement & Advocacy**
- Build executive relationships with key accounts and serve as escalation leader for complex issues.
- Create structured feedback loops and synthesize insights to influence product improvements.
6. **Business Impact**
- Own net retention and expansion metrics; forecast churn and expansion risks.
- Drive revenue growth across a multi‑million‑dollar book of business through value delivery.
**Required Skills:**
- 5+ years of leadership experience in Customer Success or GTM functions within a fast‑growing SaaS environment.
- Proven track record scaling CS programs and teams rapidly.
- Expertise managing multiple customer segments and cross‑functional stakeholder environments.
- Strong people‑management capabilities: hiring, coaching, developing, and retaining high‑performing talent.
- Deep customer‑centric instincts and ability to translate customer priorities into actionable plans.
- Data‑driven mindset: defining, tracking, and optimizing success metrics.
- Familiarity with CS tools and platforms (e.g., clari, Gainsight, Totango).
**Required Education & Certifications:**
- Bachelor’s degree (business, marketing, or related field).
- Certifications in Customer Success, SaaS operations, or related disciplines are a plus.